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All-Star Customer Service Agents

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The quality of a company’s customer care program is as good as the people who provide the service which means that customer service training is too important to be relegated to a non-essential category.

Customer service agents are the “go to” experts who answer pressing questions about your organization’s products.  Arming them with tailored training to resolve challenges with pinpoint accuracy will go miles in retaining quality clients.  In addition, on-the-job “refresher” coaching in “live” situations provide excellent teachable moments that can be journaled for future use.  Another option is to assign seasoned agents as mentors to new hires to help them perform their duties with excellence.  Many offices have this type of set up in place.

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Bright Ideas to Satisfy Your Customer 

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Customer service is the lifeblood of every organization.  Maintaining a feasible pre- and post-sale customer experience strategy will help launch team sales into first place in your company’s overall goals.  While there is no secret code on how to acquire quality customers, we know that investing time and effort to develop a plan surely helps.  Today, we’ll talk about ideas on how to attract new customers and retain existing ones.

Consider this:

> Target a specific customer base who would appreciate you sending personalized video emails which, by the way, is an excellent way to give specific and detailed responses to questions and problems.

> You should know what social media outlets your clients use.  Make sure you are present on them and offering tips, suggestions, remedies, and foresight…be the thought leader in your industry.  Remember, over the last few years, channels other than the telephone has risen:  Chat – 43%, Online communities – 39% and Web self-service – 18%.

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Want to Offer Better Customer Service? Check Your Nutrition Plan

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Corporate gold standards empower management and employees to proactively act on situations in order to give clients uninterrupted superior service.  Believer it or not, without a balanced nutrition plan, this could become a daunting task.

A Harvard Medical School blog reported a correlation between a diet high in refined sugars and symptoms of mood disorders.   Our nutrition habits have everything to do with our mental and emotional disposition toward others.  With that said, it is reasonable to conclude that a healthful nutrition plan is a contributing factor for creating a successful customer service program.

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Managing Sensitive Customer Issues

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Your busy day didn’t have room in it but it happened.  That “special” client presented another problem that has to be resolved—immediately and to his satisfaction.  Typically, you are the “go to person” who knows how to put him in the best mood, negotiate a resolution that leaves everyone happy, and wish him a pleasant adieu until the next visit.

But is your entire team as polished as you when it comes to these kinds of situations? Are they empowered to resolve sensitive problems…to please the client at an acceptable level without “giving away the store”?

Exceptional service never takes a holiday, so incorporate problem-resolution vignettes in your weekly sales meetings.  Try this one and allow 15 minutes for your employees to huddle and formulate the best answers:

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Keeping Quality Customers Happy

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“There is only one boss.  The customer.  And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.” ~ Sam Walton

Customers will always want gold standard service.  Let’s be honest, who doesn’t want to receive the best value for their purchase and meticulous attention to the smallest detail?  Consumers want to be greeted by courteous staff whose dedication to their jobs is reflected in their eagerness to assist in any way possible.

To be counted among the best, organizations must leave no stone unturned in customer care.  Train team members to deliver emotional post-purchase
experiences (it occurs the MOMENT a customer pays for the (more…)